UK Delivery – Delivery costs £7.00 per order and is for a ‘Special Delivery’ service.

Your parcel will require a signature on receipt.

All payments must be received and authorised before shipment.

PACKAGING:

Your jewellery will be sent to you in a lovely Stephanie Stevens box. Please rest assured that we always package our items securely and safely. The packaging will also be anonymous to ensure special surprises stay that way.

RETURNS/REFUND POLICY:

All of our Jewellery is handmade specially to your requirements, so we are unable to offer refunds for pieces commissioned. We offer an exchange policy on stock items if you would prefer a different design. Please contact us within 14 days of receipt to arrange the return of the item or items. They must be sent back in their original, unworn condition. We will then arrange the exchange.

For hygiene reasons, we are not able to accept returns on Earrings unless they are faulty.

When ordering Rings, it is the customer’s responsibility to ensure that they have ordered the correct size. A Ring ordered in the incorrect size can be re-sized, but this will be subject to a charge.

If you should receive a faulty or damaged item, please notify us within seven days.

To arrange a return, or if the item you received is faulty or is not what you originally ordered, please emailsteph@stephaniestevensjewellery.co.uk quoting your name and address, details of the product, the reason for return and whether you require a refund or replacement. We will then advise on how to proceed with the return.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot be held responsible for returns that are lost in transit.

If you are returning an item to us for an exchange, the cost of returning the item to us is your responsibility. Your original postage costs will not be refunded.

All products to be returned must be carefully repackaged in their original packing and be in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging or show obvious signs of abuse. In this instance, the goods will be returned to the buyer at their own cost.

LATE & LOST DELIVERIES:

Your jewellery will be sent out by Royal Mail. If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to chase it up with the Royal Mail.

We cannot refund or replace lost items until 20 working days after the date of dispatch, this is when the Royal Mail classes items as being lost.

Items not received but tracked as being delivered – This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases for a small charge, you can request a proof of delivery certificate from the Royal Mail (www.royalmail.com) by filling in a signature request form. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.Stephanie Stevens jewellery cannot be held responsible for goods that are lost or delayed in transit.

FEEDBACK & COMPLAINTS:

We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, e-mail or letter, then it will be dealt with promptly.